The Role of Service Quality in Customer Satisfaction: The Case of China Airlines Company

The Role of Service Quality in Customer Satisfaction: The Case of China Airlines Company

碩士 === 元智大學 === 經營管理碩士班(國際企業學程) === 107 === SERVQUAL is a tool that can measure the customer satisfaction in airline industry. Through SERVQUAL, China Airlines as leading airline company in Taiwan can identified their problems in terms of service quality to improve customer satisfaction. SERVQUAL mo...

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Bibliographic Details
Main Authors: William Sebastian, 林瑋良
Other Authors: Heng, Yih-Liu
Format: Others
Language:en_US
Published: 2019
Online Access:http://ndltd.ncl.edu.tw/handle/t9t5nv
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spelling ndltd-TW-107YZU053210032019-11-07T03:39:34Z http://ndltd.ncl.edu.tw/handle/t9t5nv The Role of Service Quality in Customer Satisfaction: The Case of China Airlines Company 服務品質在顧客滿意度中所扮演的角色:以中華航空公司為例 William Sebastian 林瑋良 碩士 元智大學 經營管理碩士班(國際企業學程) 107 SERVQUAL is a tool that can measure the customer satisfaction in airline industry. Through SERVQUAL, China Airlines as leading airline company in Taiwan can identified their problems in terms of service quality to improve customer satisfaction. SERVQUAL model includes five attributes (Tangibility, Reliability, Responsiveness, Empathy, and Assurance). This research using in-depth interview to find any attributes that should be improve by China Airlines and after some analysis, found out that some aspects in reliability, tangible, empathy, and responsiveness of China Airlines still has room to improve to gain more customer satisfaction Heng, Yih-Liu 劉恒逸 2019 學位論文 ; thesis 47 en_US
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description 碩士 === 元智大學 === 經營管理碩士班(國際企業學程) === 107 === SERVQUAL is a tool that can measure the customer satisfaction in airline industry. Through SERVQUAL, China Airlines as leading airline company in Taiwan can identified their problems in terms of service quality to improve customer satisfaction. SERVQUAL model includes five attributes (Tangibility, Reliability, Responsiveness, Empathy, and Assurance). This research using in-depth interview to find any attributes that should be improve by China Airlines and after some analysis, found out that some aspects in reliability, tangible, empathy, and responsiveness of China Airlines still has room to improve to gain more customer satisfaction
author2 Heng, Yih-Liu
author_facet Heng, Yih-Liu
William Sebastian
林瑋良
author William Sebastian
林瑋良
spellingShingle William Sebastian
林瑋良
The Role of Service Quality in Customer Satisfaction: The Case of China Airlines Company
author_sort William Sebastian
title The Role of Service Quality in Customer Satisfaction: The Case of China Airlines Company
title_short The Role of Service Quality in Customer Satisfaction: The Case of China Airlines Company
title_full The Role of Service Quality in Customer Satisfaction: The Case of China Airlines Company
title_fullStr The Role of Service Quality in Customer Satisfaction: The Case of China Airlines Company
title_full_unstemmed The Role of Service Quality in Customer Satisfaction: The Case of China Airlines Company
title_sort role of service quality in customer satisfaction: the case of china airlines company
publishDate 2019
url http://ndltd.ncl.edu.tw/handle/t9t5nv
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